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Position - Operations Manager
PRINCIPAL DUTIES/ RESPONSIBILITIES:
Operations Manager is required to oversee the day-to-day operational activities and proper functioning of call center operations. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA’s and KPI’s while aiming for maximum efficiency and cost-effectiveness
JOB RESPONSIBILITIES
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity -people, technology
• Effectively lead a team of 4-5 Team Leads and 60-80 production associates for a contact center
• Collect and analyze data. Prepares reports for different depts, upper management, or clients
• Analyze volume pattern and share trends or highlight variation to the process lead. Develop
strategies to handles high volume situation
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics that will help with program SLA
• Actively involved in client communications
• Minimizes absenteeism & controls attrition within the team by creating the right environment for
them to work in.
• Liaison between support function and Operations to ensure smooth functioning of day-to-day
activities
• Supports BU/LOB lead in transition efforts for new work queues or expansion efforts across
multiple locations
• Coordinates with the India leaders for business updates and routine operations.
ATTRIBUTES AND BEHAVIORS
• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists the team unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with team, peers and senior managers.
• Self-motivated – driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic – is passionate about meeting customer as well as client expectations
and improving service levels.
• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.
REQUIRED SKILLS & EXPERIENCE
• Bachelor’s degree or equivalent is mandatory
• Should have at least 2 years’ experience as Operations or Delivery manager in a contact center
environment handling voice or non-voice projects for US based client
• Experience in US Healthcare preferred
• Strong ability to budget and perform financial analysis.
• Strong knowledge of performance evaluation techniques and customer service metrics.
• Driven and result oriented.
• Strong problem-solving ability and analytical skill.
• Excellent multitasking, time management, and leadership skills.
• A solid understanding of data crunching, eye for details and meticulous with documentation.
• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is
preferred
• Knowledge of QC tools is mandatory
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.
• Comfort in working with team members that are remote and located in the US, India or other
geographies.
• Self-motivated and should have a drive to succeed
• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.
JOB DEMANDS
• Candidate should be ready to work in rotational shifts, including night shift as per business
requirement.
• Candidate should be ready to work on Saturday or 6th day as per business requirement.
• Candidate should be open to occasional requirement to travel (primarily related to training and
• Company meetings) to India or the US.
DISCLAIMER:
This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.
Cotiviti Philippines Inc
16th Floor, 1 Nito Tower, Archbishop Reyes, Barangay Lahug
Cebu City, Zip Code- 6000
